Refund Policy

1. Refund Eligibility

1.1 Software Subscriptions

HeellCarse offers software solutions primarily on a subscription basis. Refund eligibility for subscription services is as follows:

• 30-Day Money-Back Guarantee: New customers are eligible for a full refund within 30 days of the initial purchase if they are not satisfied with our services. This applies only to the first subscription purchase and not to subscription renewals.
• Pro-rated Refunds for Annual Subscriptions: For annual subscription plans canceled mid-term, we may provide a pro-rated refund for the unused portion of the subscription, less any applicable administrative fees, at our discretion.
• Monthly Subscriptions: Monthly subscription plans do not qualify for refunds once the service has been provided for the month. Cancellations will take effect at the end of the current billing cycle.

1.2 Professional Services

Refund eligibility for professional services such as implementation, customization, training, and consulting is as follows:

• Pre-Service Cancellation: Full refund if the service is canceled at least 5 business days before the scheduled service date.
• Late Cancellation: 50% refund if the service is canceled between 1-4 business days before the scheduled service date.
• Post-Service: Once a professional service has been delivered, it is generally not eligible for a refund unless there is a demonstrable failure to deliver the agreed-upon service as specified in the Statement of Work or service agreement.

1.3 Custom Development

Custom development projects typically follow a milestone-based payment schedule. Refund eligibility is as follows:

• Project Initiation Fee: Non-refundable once work has commenced.
• Milestone Payments: Each milestone payment is for work completed up to that point and is non-refundable upon approval of the milestone deliverables.
• Project Cancellation: If a project is canceled mid-development, you will be billed for all work completed up to the point of cancellation, and any excess pre-payments may be refunded at our discretion.

2. Conditions for Refund

2.1 Eligible Reasons for Refund

We will consider refund requests for the following reasons:

• The service does not perform substantially as described at the time of purchase
• Technical issues that significantly impair the functionality of the service and cannot be resolved by our support team within a reasonable timeframe
• Billing errors or duplicate charges
• Service downtime exceeding the limits specified in our Service Level Agreement (SLA)
• Inability to access the service due to factors within our control

2.2 Ineligible Reasons for Refund

We generally do not provide refunds for:

• Change of mind or the service no longer being required
• Misunderstanding of features or functionality that were accurately described in our documentation
• Lack of use of the service
• Issues arising from third-party integrations or compatibility problems with your systems that were not communicated during the sales process
• Issues related to internet connectivity or other factors outside our control
• Dissatisfaction with the service after the refund eligibility period has expired

2.3 Evidence Requirements

To process a refund request, we may require:

• Detailed description of the issue or reason for the refund request
• Documentation or evidence of the problem (such as screenshots, error logs, etc.)
• Record of attempts to resolve the issue with our support team
• Proof of purchase

3. Refund Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our Customer Support team at support@heellcarse.com or by calling +442559872186.
2. Provide your account information, including the email address associated with your account and your customer ID or invoice number.
3. Clearly state the reason for your refund request and include any relevant details or documentation.
4. Our support team will acknowledge your request within 2 business days and may ask for additional information if needed.

3.2 Refund Review Process

Once we receive your refund request and all necessary information:

1. Our team will review your request and account history.
2. We may attempt to resolve any technical or service issues before processing a refund.
3. We will make a determination based on this Refund Policy and the specific circumstances of your case.
4. We will communicate our decision regarding your refund request within 5-10 business days of receiving all required information.

3.3 Refund Processing Timeframes

If your refund request is approved:

• Credit Card Payments: Refunds will be processed back to the original payment method within 5-7 business days. Please note that it may take an additional 5-10 business days for the refund to appear on your statement, depending on your financial institution.
• Bank Transfers: Refunds via bank transfer typically take 7-10 business days to process.
• Other Payment Methods: Refunds for other payment methods will be handled on a case-by-case basis, and the timeframe will be communicated during the refund process.

4. Subscription Cancellations

4.1 How to Cancel a Subscription

You may cancel your subscription at any time by:

• Logging into your account and navigating to the subscription management section
• Contacting our Customer Support team at support@heellcarse.com
• Calling our Customer Support at +442559872186 during business hours (Monday-Friday, 9:00 AM - 5:00 PM GMT)

4.2 Effect of Cancellation

Upon cancellation:

• For monthly subscriptions, your service will continue until the end of the current billing cycle, and you will not be charged for subsequent billing cycles.
• For annual subscriptions, your service will continue until the end of the current subscription term unless you specifically request an early termination and pro-rated refund (subject to the terms in Section 1.1).
• You will retain access to your data for a period of 30 days after the end of your subscription, during which time you may export your data. After this period, your data may be permanently deleted in accordance with our data retention policies.

5. Special Circumstances

5.1 Service Outages or Technical Issues

In the event of significant service outages or technical issues that affect the functionality of our services:

• We may provide service credits or extend your subscription period as compensation, in accordance with our Service Level Agreement (SLA).
• For extended outages that materially impact your ability to use the service, we may offer a pro-rated refund for the affected period.
• You must report technical issues promptly to our support team to be eligible for service credits or refunds related to such issues.

5.2 Promotional Offers and Discounts

For services purchased under promotional offers or with special discounts:

• Refunds may be calculated based on the actual amount paid, not the regular price of the service.
• Some promotional offers may specify different refund terms, which will be communicated at the time of purchase and will supersede this general Refund Policy.
• Free trials that convert to paid subscriptions are subject to the standard refund terms outlined in this policy, with the refund period beginning on the date of the first paid charge.

5.3 Account Termination

If your account is terminated:

• For violations of our Terms of Service, you may not be eligible for a refund.
• Due to business closure or bankruptcy, we will evaluate refund requests on a case-by-case basis.
• At our discretion for any other reason, we will provide a pro-rated refund for the unused portion of your subscription.

6. Exceptions and Special Cases

6.1 Enterprise Agreements

Customers with custom Enterprise Agreements are subject to the refund terms specified in their contract, which may differ from this general Refund Policy.

6.2 Fraud Prevention

We reserve the right to refuse a refund request if we suspect fraudulent activity, abuse of our refund policy, or repeated refund requests from the same customer.

6.3 Legal Requirements

This Refund Policy does not affect any statutory rights you may have under applicable consumer protection laws. In the event of a conflict between this policy and applicable law, the law will prevail.

6.4 Currency Exchange Rates

For international transactions, please note that due to currency exchange rate fluctuations, the refunded amount may differ slightly from the original charge when converted to your local currency.

7. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website. We will indicate the date of the most recent update at the top of this page.

For purchases made before a policy change, the refund policy in effect at the time of purchase will generally apply, unless the new policy is more favorable to the customer or required by law.

8. Contact Information

If you have any questions about this Refund Policy or would like to request a refund, please contact us using the information below:

HeellCarse Customer Support
Email: support@heellcarse.com
Phone: +442559872186
Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT

Mailing Address:
HeellCarse
Flat 10g Young Hills
Lexiview, G61 3HA
United Kingdom

We strive to respond to all inquiries within 2 business days.